EFFECT OF MOBILE BANKING SERVICE QUALITY ON CUSTOMER SATISFACTION IN FIRST BANK OF NIGERIA PLC, MAIDUGURI, BORNO STATE
Tawa Suleiman Tijjani , Saleh Mohammed, Abdulrazaq Suleiman Ibrahim and Haruna Tijjani Haruna
Volume 9 Issue 2
Abstract
The study investigates the effects of mobile banking on customer satisfaction; the study adopted a descriptive research design on a sample size of 389 respondents who were selected through purposive sampling from a target population of First Bank of Nigeria (FBN) customers in Maiduguri, Borno state. The data was collected through the administration of questionnaires using a sample size of 384 First Bank customers by the aid of Statistical Package of Social Scientists Program (SPSS) V25. The results indicated that security, reliability, ease of use and assurance were all positively correlated and significant at 1% level. Additionally, the regression analysis also indicated that all the variables were significant at 5% levels. Based on the findings the study concludes that a majority of all those using FBN mobile banking services at the moment were satisfied that indeed it was secure, easy to use, and reliable with high assurance. The study recommends that banks in its provision of mobile banking services should make huge efforts towards building trust with customers. Keywords: Mobile Banking, Service Quality, Customer Satisfaction, Borno
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